Giving and receiving feedback are tough for everyone. Who wants to criticize others or be criticized? Although managers have a duty to give honest feedback to staff and peers, many people resist change or differ on how to change—leading to interpersonal conflicts and impacting deliverables. Omar Bermudez explains several techniques—Giving Positive Feedback, Acid Reflux (when you get that sick feeling), and SARA (Surprise, Anger, Rationalization, Acceptance)—that allow people to give and receive honest feedback to promote incremental improvements. Omar explains how to give accurate feedback to and receive the same from senior team members or direct superiors, a skill critical to career advancement. To increase self-esteem, happiness index, and your power to influence, Omar teaches you how to present feedback to your peers, your boss, or other colleagues in a diplomatic and efficient way. Take away key insights into how to create a healthy organizational culture with clear and constructive feedback.

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T9#
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6/25/2015! !
1:30!PM!
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“Giving#and#Receiving#Feedback:#A#New#
Imperative”##
Presented#by:#
Omar#Bermudez#
Agilecafe.org#
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Brought#to#you#by:#
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340!Corporate!Way,!Suite!300,!Orange!Park,!FL!32073!
888C268C8770!D!904C278C0524!D!sqeinfo@sqe.com!D!www.sqe.com!
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2. !
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With more than fifteen years of experience helping people and organizations on three
continents,!Omar#Bermudez!has dramatically improved individual and organizational
effectiveness at companies including Nokia, Equipetrol, Autodesk, Conexia, Woozworld, Kraft,
Alcoa, and Seedbox. With experience in strategy, manufacturing, operations, and engineering,
he gives clients powerful insights to produce profitable growth. A leader, mentor, and motivator
who believes it is important to continually learn and grow, Omar is passionate about leadership
development and helping people reach their full potential. Contact Omar
at!ocbermudez@zettago.com!and follow him on Twitter!@ocbermudez.!
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Omar Bermudez
Agilecafe.org

3. Giving And Receiving Feedback: A New Imperative
Ideas For Employees and Managers
@ocbermudez
By Omar Bermudez

4. Agenda
• Determine why feedback is important
• Realize when a feedback works
• Avoid 4 low performance feedback patterns
• Understand 6 tips to receive feedback
• Learn 9 techniques for giving/asking feedback

5. Let’s think about it…
What are the top 3
reasons to give a
great feedback?
Individual(30’’) Group(30’’) Relayer (Shout it out!)
@ocbermudez

6. Agenda
• Determine why feedback is important
• Realize when a feedback works
• Avoid 4 low performance feedback patterns
• Understand 6 tips to receive feedback
• Learn 9 techniques for giving/asking feedback

7. Why Feedback is Important…
• Feedback is there all the time
• Feedback is just another word for effective listening
• Feedback is an opportunity to motivate
• Feedback is essential to develop performance
• Feedback is a way to keep learning

8. Why Feedback is Tough…
Level 1: I don’t get what are you talking about.
Level 2: I don’t like it.
Level 3: I don’t like you.

9. Agenda
• Determine why feedback is important
• Realize when a feedback works
• Avoid 4 low performance feedback patterns
• Understand 6 tips to receive feedback
• Learn 9 techniques for giving/asking feedback

10. When feedback works
• VALIDATE your intentions first.
• Just do it!
• Give feedback frequently and informally.
• Focus in the customer or task or behavior (Don’t focus in the person).
• Keep people in the loop.
• Seek feedback.
• Build a foundation.

11. Agenda
• Determine why feedback is important
• Realize when a feedback works
• Avoid 4 low performance feedback patterns
• Understand 6 tips to receive feedback
• Learn 9 techniques for giving/asking feedback

12. Let’s review 4 interesting patterns…
#1: The question feedback…
Result

13. Let’s review 4 interesting patterns…
#2: The “but” feedback…
Result

14. Let’s review 4 interesting patterns…
#3: The color mindset feedback…
Result

15. Let’s review 4 interesting patterns…
#4: Everything is fine feedback…
Result

16. Agenda
• Determine why feedback is important
• Realize when a feedback works
• Avoid 4 low performance feedback patterns
• Understand 6 tips to receive feedback
• Learn 9 techniques for giving/asking feedback

17. Tips for Receiving feedback
• Place clear boundaries
• Listen beneath the words
• Explore gently
• Don’t defend yourself
• Express your thanks
• Follow up

18. Don’t forget S.A.R.A
•Surprise
•Anger
•Rationalization
•Acceptance

19. Agenda
• Determine why feedback is important
• Realize when a feedback works
• Avoid 4 low performance feedback patterns
• Understand 6 tips to receive feedback
• Learn 9 techniques for giving/asking feedback

20. Technique: Positive Feedback
• Target: Group
• I respect…
• I like…
• I appreciate…
• I admire…
• I love…

21. Technique: Acid Reflux – Tough feedback
• Target: Group/Individual
1. Introduce the conversation…
2. I have noticed/perceived…
3. Let’s talk him/her…
4. Communicate the impact…
5. Build the plan…
6. Set expectations… (follow up)
(stay calm and show empathy)

22. Technique: Open Book Management
• Target: Group
• Best applicable in Kaizen/Lean/Six Sigma meetings
• What are the critical numbers that people need to know?
• What’s a good way to get this information to people in a timely manner?
• What’s my plan for ensuring that people make the connection between the
numbers and their own work?
• How will we keep ourselves accountable?

23. Technique: Expectations Exchange
• Target: Group/Individual
1. More of… because…[impact]
2. Less of… because…[impact]
3. Keep on doing…because…[impact]

24. Technique: How’s Our Team Doing?
• Target: Group
• Ideally for virtual teams…
• Scale from 1 to 5
Clarity of our mission
How well we meet our goals
Clarity of our respective roles
Provide feedback to each other
How well we handle…
(Engage the dialogue and build action plan)

25. Technique: Feedback From Your Boss
• What is the potential benefits for your boss for giving you feedback?
• Clear and Specific
• Listen the answer
• Be curious (don’t listen to answer)
• Engage dialog (SARA?)
• Plan for action
• Acknowledge

26. Technique: Ask-Tell-Ask
• Ask employee for self assessment
• Tell them the behavior/performance you observe and how it
differs to what you expect.
• Ask employee how they think they could improve and what
action they can take.

27. Technique: Perfection Game
• You (the reviewer) rate the work on a scale from 1 to
10, based on how much value you can add. 10 means
that the work is perfect for you.
• You explain why you rated the work like you did.
What makes up this number? What did you like
about it? What should be kept?
• You give concrete suggestions for improvement

28. Technique: Feedback Door
I liked it/I enjoyed it
So…So..
We have to improve…

29. Let’s Try The Feedback Door

30. Agenda
Avoid 4 low performance feedback patterns
Realize when a feedback works
Determine why feedback is important
Understand 6 tips to receive feedback
Learn 9 techniques for giving/asking feedback

32. Do you want more?
BlogBooks

33. Omar Bermudez
omar@zettago.com
www.zettago.com
@ocbermudez
www.agilecafe.org